The Role
Manage a portfolio of B2B SaaS customers from onboarding through expansion. Lead training and needs analysis, monitor account health, identify risks, drive adoption and retention, nurture account growth, maintain CRM records, and advocate for customer feedback internally. The role requires strong communication, organization, technical aptitude, and experience managing customer relationships in a SaaS or technology environment.
Summary Generated by Built In
Drive Success. Build Relationships. Make Every Customer a VIP.
About WhatConverts
Position Overview
In this role you’ll get to:
What we’re looking for:
Company Benefits/Perks:
Before you apply you should:
If you're excited to grow your career in a fast-moving SaaS company alongside smart, supportive colleagues — we’d love to meet you.
Customer Success Manager
Location: Fully Remote (USA)
WhatConverts is a B2B SaaS company specializing in marketing attribution and lead tracking solutions. We empower businesses to make smarter, data-driven decisions by revealing exactly what drives their conversions. As a remote-first company, we foster a mission-focused and performance-driven culture where integrity, initiative, and innovation thrive.
We’re looking for a relationship-driven Customer Success Manager (CSM) to join our growing team. In this role, you won’t just “manage” customers - you’ll partner with them. From onboarding to expansion, you’ll serve as a trusted advisor helping clients maximize value from WhatConverts, prove their ROI, and grow with us long-term.
If you’re passionate about creating standout experiences, energized by fast-paced SaaS environments, and skilled at blending strategy with service — you’ll thrive here.
- Lead engaging onboarding meetings that set customers up for success, ensuring ROI and a long-term relationship.
- Deliver strategic platform training directly tied to each customer’s needs and goals.
- Conduct an in-depth needs analysis to ensure customers are optimally set up to achieve their goals and growth.
- Monitor account health, identify risks early, and proactively guide customers to stronger outcomes.
- Collaborate across internal teams to remove barriers, accelerate adoption, and drive customer value.
- Serve as the primary point of contact for your Book of Business, building relationships rooted in trust and long-term value.
- Identify and nurture opportunities for account growth and expanded platform usage.
- Champion customer feedback internally to shape product enhancements and better customer experiences.
- Play a key role in growing WhatConverts by increasing customer retention and satisfaction.
- Maintain detailed records of customer interactions, health indicators, and progress against success metrics on the CRM.
- 2+ years of customer success, onboarding, or account management experience within a SaaS or tech environment.
- Strong technical aptitude — you enjoy learning, explaining, and troubleshooting software solutions.
- Hands-on experience with CRM tools (Zoho, Salesforce, or similar) to manage customer relationships and success journeys.
- Exceptional communication, facilitation, and relationship management skills.
- Highly organized, proactive, and energized by helping customers succeed.
- A natural passion for customer advocacy and a bias toward action.
- Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return.
- Immediate Impact: From day one, take ownership of projects and make a direct impact.
- Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance.
- 401k with 5% Match: Secure your future with immediate vesting.
- Employee Support: Access counseling, legal, and debt management services through our EAP.
- Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters.
- Parental & Bereavement Leave: Paid leave for life’s important moments.
- Volunteer Day: Give back with an annual volunteer day.
- Diversity & Inclusion: Join a positive, supportive, and inclusive workplace.
- Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.
- Learn about our team
- Read about what makes us different or watch a product overview
- Read our reviews on G2
WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.
Skills Required
- 2+ years of customer success, onboarding, or account management experience in a SaaS or technology environment
- Strong technical aptitude, including the ability to learn, explain, and troubleshoot software solutions
- Hands-on experience with CRM tools such as Zoho, Salesforce, or similar
- Exceptional communication, facilitation, and relationship management skills
- Highly organized, proactive, and customer-focused
- Passion for customer advocacy and a bias toward action
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The Company
What We Do
WhatConverts makes it easy to attribute sales to traffic sources based on phone calls, web forms and transactions. WhatConverts offers a full circle lead tracking system where you'll no longer be left wondering where leads originated or what leads converted. Using our simple feedback loop we are able to provide deep data analytics into source tracking, lead quality, and revenue generation. WhatConverts is simple to setup and seamlessly integrates with Google Analytics and Google AdWords.
